FEATURED JOB

RTAA

Hewlett Packard Enterprise Globalsoft Private Limited

1 to 4 Years

300000 - 400000 Yearly

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Posted: 19 Aug 26

Job Description

Role Overview:
Responsible for real-time monitoring of the voice support operation, ensuring proper queue coverage, engineer availability, and smooth day-to-day operations. The RTA monitors call queues and workforce activity and takes timely action to maintain service levels.

Key Responsibilities

Monitor real-time call queues in Genesys.
Track waiting calls, queue volume and queue status.
Monitor engineer availability and activities in real time.
Manage and track engineer breaks to ensure proper queue coverage.
Coordinate with engineers to maintain adequate staffing and minimize queue delays.
Monitor adherence to schedules and workforce availability.
Identify operational issues and escalate them to the appropriate team.
Prepare daily operational reports using MS Excel.
Track the number of calls handled by each engineer.
Monitor service levels and queue performance.
Coordinate with team leads/supervisors for staffing and coverage requirements.
Support the team during high-volume periods by ensuring appropriate resource allocation.

Key Skills

Mandatory:

Real-Time Analyst / RTA experience
Voice / Call Center / Contact Center experience
Genesys
Real-time queue monitoring
Workforce/agent monitoring
Break management
Queue management
MS Excel
Reporting
Good communication
Willingness to work rotational shifts

Suitable Designations to Search on Naukri

Real Time Analyst
Real-Time Analyst
RTA
Workforce Management Analyst
WFM Analyst
Workforce Analyst
Workforce Management Executive
Real Time Management Analyst
Command Center Analyst
Operations Analyst
Contact Center Analyst
MIS & WFM Analyst
WFM Executive
Workforce Coordinator
Real Time Management Executive

Best candidates: Someone with 1+ year of RTA/WFM experience in a voice/contact-center environment, particularly with Genesys + real-time queue monitoring + Excel reporting.